Reports to: Service Scheduling Manager
Based at: Salford Quays, Manchester
Job Purpose Summary:
To efficiently and profitably schedule and dispatch Service & Maintenance Engineers on behalf of Marlowe Fire and Security in order to complete corrective and preventative maintenance visits in line with customer requirements and industry standards. Requires excellent customer service skills with excellent attention to detail and the ability to work well under pressure. The role requires a proactive approach and excellent personal interaction with all departments within the business supporting our Customer Charter.
Key Responsibilities & Accountabilities:
Work closely with your manager and support the National Account Managers to meet customer expectations.
Attend ad hoc meetings with key clients over the phone to enhance both internal & external working relationships to ensure a clear understanding of how we work.
Completing the Regional Schedulers checklist on a daily, weekly & monthly basis maintaining an audit trail of this activity for yourself & your regional scheduler.
Sharing output with RSM a weekly basis.
Proactively monitor engineer’s activity to ensure that you touch base with all your engineers’ daily, ensuring early dispatch & attendance of first job & monitor throughout the day to ensure job completion.
Monitor Marlowcate to ensure real time visibility of your engineers, highlighted any anomalies to your RSM.
Build and maintain good working relationships with your engineers, stores & RSM to ensure all FA calls.
Add clear notes to Cash outlining “What happens next & when” to reflect any pertinent information.
Update client portals and helpdesks in line with specific account instructions.
Answer all customer calls within 3 rings Retrieve all phone and email messages and process accordingly within SLA.
To have a strong understanding of geographical regions and engineer coverage.
Scheduling of all work within designated area in line with SLA.
Booking of works with sites in accordance with customer & site requirements.
Processing of orders to ensure all work is carried out in time to allow invoice to be created.
Proactive approach to management of workload.
Ensure Area is clear of jobs at end of shift by contacting each engineer by telephone, passing any high priority jobs for same day attendance to the on call engineer & gaining support from tech support help desk.
Allocating remaining jobs for future attendance. No jobs to remain outstanding on engineers at the end of each day.
Effective communication with internal and external customers.
Self Motivated Personality – Energy, Drive and Enthusiasm
Clear communicator with good telephone manner with colleagues and customers
Ability to work in a team and on own initiative
Ability to follow process with strong attention to detail
Be respectful to others – Customers, Colleagues, Managers, Directors
Excellent time management and communication skills
Ability to handle multiple priorities with a structured approach